Support Engineer

  • Job Reference: HQ00016261
  • Date Posted: 28 May 2019
  • Recruiter: E-Resourcing
  • Location: Southampton
  • Salary: £20,000 to £30,000
  • Sector: IT (general)
  • Job Type: Permanent
  • Duration: Permanent
  • Work Hours: Full Time

Job Description

Software engineer / GIT / SQL / OOD / JIRA / PHP / TDD / BDD


Salary: up to £30k DOE
Location: Southampton, Hampshire
Hours: Monday Friday 9-5pm

My client has been at the forefront of digital customer feedback technology since 1999. They leverage the powerful combination of action-orientated advisory insight and cutting-edge technology placing the Voice of the Customer at the heart of important business decisions.

Support Engineer:

As a Support Engineer you will be a member of a team of 5-10 developers (of varying seniority), a product manager and a tester, working together to improve and extend our world class market research platform, with the aim of delivering innovative solutions to our long list of global clients.

This is an operational, hands-on position, using both your software engineering and customer service skills to provide outstanding technical support to our users. You will be responsible for actioning technical help requests and dealing with incidents, enabling our business teams to operate effectively. You will become an expert in your product domain, perform root cause analysis of incidents, remediating problems, managing issues via JIRA ServiceDesk, and communicating directly with our end users.

The ideal candidate will have recent commercial experience of an operational engineering role, where they have taken on full-stack software development of large-scale web applications. You will also have a deep interest in your work, be engaged in the community (active on GitHub) and enjoy being given challenges.


- 2+ years hands-on software development coding experience OR you are degree qualified in Software Engineering, Computer Science, Mathematics, Engineering or a related subject
- Technical customer service experience and enjoy liaising directly with end usersCan quickly solve problems and find this gratifying
- Enjoy working in a fast-paced environment and can adapt to changing priorities
- You have full-stack knowledge of web technologies
- Experience with the PHP programming language
- Object Oriented design experience
- Appreciation of standard software engineering design patterns (visitor, singleton, observer, factory, etc).
- Expert in crafting efficient SQL for development and diagnostic purposes
- Expert in using modern version control system (e.g. Git) including knowledge of branching, tags and integration into other processes
- Experience of developing web applications deployed on Linux hosts
- Knowledge of web application security concerns
- Experience or desire to work in a "testing culture"; experience of TDD and BDD
- Knowledge and experience of using Agile software development practices
- Ability to manage your own time and priorities
- Clear and concise communication skills (verbal and written) and ability to explain technical concepts to non-technical users
- A passion for sharing knowledge with others and ability to provide constructive feedback in the code review process
- Ability and enthusiasm to adapt to today's fast-changing technical landscape


- Managing tickets via JIRA ServiceDesk and meeting SLAs
- Delivering a high level of customer service to our users
- Performing root cause analysis of problems and sharing learnings with the team
- Fixing bugs and implementing improvements for your team's products
- Supporting end users with technical help requests
- Gaining expert knowledge of your team's product areas
- Training our business operations teams in basic technical skills
- Escalating critical incidents
- Creating and maintaining technical support documentation


- Encouraged to participate in rapid prototyping and hackathons
- Annual Christmas and Summer Party
- Variety of snacks and drinks provided including fresh fruit
- Free onsite parking and easily commutable by train or bus
- Company Pension scheme
- Bupa Health Insurance
- 23 days' Annual Leave plus Bank Holidays
- Company sick pay after 6 months service
- Dog friendly, open plan office in a peaceful countryside location

For more information on this exciting opportunity, please contact Athena Antoniou:

T: 01372 748444